Team Leaders /Supervisors
Hinduja Global Solutions
Total years of experience :5 years, 11 Months
Internal Customer Relations
Communicate resignations in the team and other agent concerns to HR.
Update employee attendance record in Employee Self Service (ESS) and make sure that records will be sent to payroll timely. Escalate all employee concerns to HR-SBU and Shift Manager.
Coordinate with Shift Manager and Workforce department about team members’ shift, days off, and leaves (vacation leave, sick leave, maternity/paternity etc).
Escalate Quality related issues to his / her Shift Manager.
Process Improvement
Note all situations that arise that were not covered in training or in previous updates. Work with the Shift Manager to ensure that all other teams, the Quality Assurance Group, and the Training Team are informed so repeat questions do not arise.
Determine work procedures and expedite workflow.
Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
Inform the Shift Manager when the systems needed to handle calls are not working effectively.
Recommends corrective services within client limits to adjust customer complaints.
Strives to help the entire team when in need of assistance.
Staff Development
Use data from reports on Attendance, AHT, Productivity, and Quality to coach CSRs towards better performance.
Incorporate personal observations and documented critical incidents in coaching sessions to further improve CSR performance.
Work with Escalation Agents to prepare them for future Team Leader positions.
Identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential.
Prepare a Performance Assessment (PA) for each CSR at the end of each year.
Staff Management
Ensure that team members meet productivity standards.
Assist Shift Managers in ensuring that client service levels are met or exceeded.
Report to Shift Manager any health/safety and performance concerns that may affect agent's fulfillment of role in Operations.
Monitor service calls, e-mails, and other contact methods to observe employee’s demeanor, technical accuracy, and conformity to company policies.
Monitor individual team members’ statistics for Attendance, AHT, Productivity, and Quality.
Recommend and apply corrective measures for team members who do not meet minimum performance metrics.
Assign reports or projects to team members as needed.
Work with team members to resolve grievances.
Meet with team at least once a week to discuss issues and share best practices.
Responsible in cascading policy/procedure updates and/or training flashes to the agents/CSRs.
Others
Take escalated calls from Escalation Agents or from CSAs in the absence of EAs.
Prepare composite reports from individual reports of subordinates.
Actively assist in maintaining operational excellence on critical metrics such as service levels.
Render phone time as required/scheduled and when needed to help with Operations’ service levels, call volume, etc).
¬ Responsible for monitoring in an objective fashion of all customer contact points
¬ Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management.
¬ Designs and implements reports to establish patterns and trends of quality issues as they may arise.
¬ Provides quantifiable data to all quality judgments that are made.
¬ Works with Operations as an auditor as well as regulator of quality issues.
¬ Provides coaching tips and materials to Operations to enhance product knowledge, system navigation and soft skills.
¬ Works with Operations to develop incentive programs designed to improve center quality.
¬ Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered.
¬ Conducts Calibration Sessions with the client and with Operations.
¬ Conducts product specific coaching sessions with the agents regarding trends and quality.
¬ Responsible in releasing updates and training flashes to Operations and Training group.
¬ Handles incoming calls and/or escalated calls and meets telephone productivity standards.
¬ Provides updated, accurate and timely reports as required to the Quality Lead/Manager.
¬ Follows other tasks and/or offline tasks assigned by the Quality Lead/Manager.
Answers/calls doctors regarding their queries on benefits, claims, coordination of benefits, authorization and financial recovery. And assist them on how to resolve their concerns, review their recoveries and denials
¬ Greet guests as they arrive
¬ Ask if guests have a prior booking
¬ Manage the registration process
¬ Ask for identification and ensure that the provided credentials are accurate
¬ Handle guest check-ins and check-outs appropriately
¬ Take calls and provide information and transfer calls
¬ Manage accurate accounting of all cottages
¬ Take reservations over the telephone and in person
¬ Answer queries regarding the resort’s services, charges, dining facilities and travel directions
¬ Refer guests to appropriate departments to resolve complaints or provide suggestions
¬ Compute bills and take payments
¬ Provide guests with directions around the resort
¬ Contact maintenance department when a problem is reported
¬ Explain appropriate use of keys and ensure that guests are satisfied with the cottages allotted to them
¬ Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift
BACHELOR OF SCIENCE IN NURSING: SUMMARY OF RELATED LEARNING EXPERIENCE: I. PRIMARY HEALTH CARE I (7 units; 4 units theory = 72 hours; 3 units RLE = 153 hours) Concepts and principles in the provision of basic care in terms of health promotion/maintenance and disease prevention at the individual and family level. II. PRIMARY HEALTH CARE II (5 units; 3 units theory = 54 hours; 2 units RLE= 102 hours) Concepts and principles in the provision of basic care in terms of health promotion/maintenance and disease prevention at the community level. III. NURSING CARE MANAGEMENT (NCM 101): FOUNDATIONS OF NURSING (3 units; 2 units theory = 36 hours; 1 unit RLE = 51 hours) Provides an overview of nursing as an art, as a science and as a profession. It includes a discussion on the different roles of the nurse, emphasizing on the health promotion, disease prevention utilizing the nursing process as a basis for nursing practice. IV. NURSING CARE MANAGEMENT (NCM 102): PREVENTIVE AND PROMOTIVE NURSING (16 units; 8 units Theory = 144 hours; 8 units RLE = 408 hours) Focuses on the concepts and principles in the promotion and maintenance of health an prevention of illness across the life span from infancy to old age utilizing the nursing process. It includes topics on sexuality, responsible parenthood, theories and principles of growth and development and stages of human development. Classroom and related learning experience provides the students with activities to develop skill, knowledge, attitude and values on health promotion and management of risk factor. V. NURSING CARE MANAGEMENT (NCM 103 A): CURATIVE/REHABILITATIVE NURSING (16 units, 8 units theory = 144 hours, 8 units RLE = 408 hours) Focuses on concepts, principles of nursing management of sick clients with alterations in human functioning throughout the life span in varied settings. It includes discussion on the concept of illness, pain, epidemiology, disturbances n body systems. VI. NURSING CARE MANAGEMENT (NCM 103 A1): RLE CREATIVE/REHABILITATIVE NURSING (4 units RLE = 201 hours) Focuses on the enhancement of student skills by previous concepts even in NCM 102 & NCM 103A VII. NURSING CARE MANAGEMENT (NCM 103 B): CURATIVE/REHABILITATIVE NURSING (16 units, 8 units theory = 144 hours, 8 units RLE = 408 hours) Continuation of NCM 103 A. It includes care of patient with maladaptive behavior, immunology and inflammatory responses, alteration in coordination and locomotion, emergency and disaster nursing and acute biologic crisis. It also includes ethico-legal considerations that affect nursing practice. VIII. NURSING CARE MANAGEMENT (NCM 104): NURSING MANAGEMENT AND LEADERSHIP (16 units, 8 units theory = 144 hours, 8 units RLE = 408 hours) Theories, concepts, strategies necessary for the nurse to function independently with others in varied health care settings. Focuses on concepts, theories and principles of management, leadership and decision making and human relations in intra ad inter agency linkages; it includes issues governing the profession, ethico-legal, spiritual and cultural considerations, that affect nursing practice as well as aspects of personal and professional growth and development and beginning skills in research process. Includes experience in community organizing through an immersion program in a barangay. Immersion Program -
